Lighting and Lighting Products
We want our returns process to be as straightforward as possible. We will accept and refund any items within 45 days of delivery, provided that:
- The items have not been fitted, wired, or used.
- The items are returned in their original packaging, in resalable condition.
Clearance and Ex-Display Items
Items bought from our Clearance section, or marked as ex-display or “no returns”, are sold at a reduced price and cannot be returned or refunded, unless they arrive damaged or faulty.
Paint and Wallpaper
Please note that Mixed to Order paint is non-returnable and non-refundable, as it is produced specifically for your order. We are also unable to accept returns of part-orders of Wallpaper.
If you are unsure about a colour or finish, we strongly recommend ordering a sample before committing to a full order.
Commercial Projects, Business to Business and Larger Quantities
For larger project or Business to Business sales, we offer a sampling service where we will endeavour to provide a sample fitting for approval before any bulk quantities are ordered. We strongly recommend taking advantage of this service, as returns on these types of orders fall outside our standard Returns Terms and Conditions and will be subject to a handling charge.
Made to order and bespoke products are non-returnable and non-refundable. Larger quantities sourced specifically for a project may, in some cases, also be non-returnable. Our team will always make this clear at the time of ordering.
Damaged, Faulty or Incorrect Items
In the unlikely event that your order arrives damaged, is faulty, or isn’t what you ordered, we will always work quickly to put things right. Please keep the item and all of its packaging, and don’t send anything back until we’ve been in touch.
Where individual parts or components are affected, our Customer Services team will arrange replacements as a priority, often with same- or next-day dispatch. In many cases, this is all that is needed.
If you would prefer not to accept a replacement, this will then be treated as a normal Return and the order will be handled in accordance with our standard Returns Procedure below.
How to Make a Return
To initiate a return, log in to your account, locate the relevant order, and select Return Items on the products you wish to return. You will be asked to provide a few brief details before clicking “Submit Returns Request”.
If you don’t think you created an account, or you’ve forgotten your password, use the Forgot Password link on the sign-in page with the email address you ordered with.
Once we receive your request, we will review it, usually within 1 working day, and email you your return number and the address for our Northern Ireland Distribution Centre. Please don’t send anything back until you’ve received that email.
When packaging your return, please follow these guidelines:
- Include all paperwork relating to your order, such as a Packing Slip, inside the package.
- Clearly mark your return number (RMA), shown in your approval email, on the outer packaging or on a note inside.
- Ensure any product instructions or documentation are enclosed within the original packaging.
- Always use extra packaging. Place the original product box inside a separate outer box or bag, and seal and label that outer packaging only.
- Never put tape, labels, postage stickers or writing on the original product box. Original boxes that have been taped, labelled or written on cannot be resold and will be subject to the 20% charge below.
Return Postage, Tracking and Insurance
Unless we have agreed otherwise, the cost of returning goods is the customer’s responsibility, and original outbound postage costs are non-refundable.
Please send your return using a tracked and insured service and keep your proof of postage. We are unable to refund items that are lost in transit or arrive back with us damaged. In that case, the loss or damage will need to be claimed from the carrier you used, which is why insurance is so important.
Refunds
Once your return arrives, we’ll check the items, which usually takes up to 2 working days, and then refund your original payment method. We’ll email you when your return arrives and again when your refund has been issued. Depending on your bank or card provider, it can take 3 to 5 working days to show on your statement.
Restocking and Condition Charges
Returns requested after the initial 45-day period will be considered on a case-by-case basis and will be subject to a 20% restocking fee.
Any goods returned with writing, tape, postage stickers, or other unrepairable damage to the original packaging will be deemed not resalable and will also be subject to a 20% charge. Please take care when preparing your return to avoid this.
Need Help?
We handle very few returns overall, and when they do arise, we aim to make the process as smooth as possible. If you have any questions or concerns about your order, please don’t hesitate to get in touch with our Customer Services team. We are always happy to help.